Ticket intake, scope and priority
Capture the right details the first time, work out who is affected, and set priority from impact and urgency.
- Level
- Beginner
- Length
- About 35 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 1 Oct 2026
Skills you'll practise
- Capture the essential intake details for any ticket.
- Work out scope: one person, a team, a site or everyone.
- Set priority from impact and urgency and explain it.
- Recognize security issues that jump the queue.
Course outline
- 1.Ticket intake, scope and priorityVideo · 4 min
- 2.Good intake in five questionsLesson · 8 min
- 3.Impact and urgency: using a priority matrixLesson · 8 min
- 4.Spotting duplicates, major incidents and security tickets at intakeLesson · 8 min
- 5.Ticket intake, scope and priority: knowledge checkKnowledge check · 21 questions
- 6.Multiple simultaneous ticketsScenario
- 7.Final exam6 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- ITIL 4 Foundation: incident and change management practices (overview)
- Impact/urgency priority matrix (common service desk practice)
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.